Summary
Overview
Work History
Education
Skills
Certification
OBJECTIVE
Timeline
Generic

CHARLA SANTAMARIA

Fort Myers,FL

Summary

Dynamic professional with a proven track record in customer service and office management, notably at Florida Medical. Skilled in project management and complaint resolution, I excel in enhancing customer satisfaction and streamlining operations. Demonstrated ability to lead teams and improve service delivery by implementing effective policies and procedures.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Routes Car Rental
Orlando, Florida
01.2023 - Current
  • Provided exceptional customer service to ensure customer satisfaction.
  • Prepared sales contracts, researched customer needs, and promoted various products and services.
  • Explained the terms of rental agreements to customers.
  • Advised on options and used upselling techniques to promote optional extras to customers according to specific needs.
  • Processed rentals and collected associated payments.
  • Assisted customers in selecting appropriate car models based on their needs.
  • Answered customer questions to maintain high satisfaction levels.
  • Verified driver's license information and inspected rental documents for accuracy.
  • Answered telephones to assist customers and resolve issues.
  • Collected money, provided change and recorded transactions on receipts.
  • Inspected vehicles for damage prior to rental and upon return.
  • Collected payment by processing credit card transactions.
  • Upsold additional services such as insurance coverage or fuel plans.
  • Processed customer reservations and payments.

Customer Service Representative

Economy-Rental-Car
Fort Lauderdale, Florida
03.2020 - 01.2022
  • Provided exceptional customer service to ensure customer satisfaction.
  • Explained the terms of rental agreements to customers.
  • Processed rentals and collected associated payments.
  • Welcomed customers, offered assistance and answered questions by providing rates, terms and conditions of rental.
  • Assisted customers in selecting appropriate car models based on their needs.
  • Verified driver's license information and inspected rental documents for accuracy.
  • Explained policies and reviewed documentation to obtain signatures.
  • Utilized computer software systems for tracking transactions and updating customer profiles.
  • Resolved customer complaints in a timely manner.
  • Greeted customers, answered their questions and provided information about car rental services.
  • Inspected vehicles for damage prior to rental and upon return.
  • Collected payment by processing credit card transactions.
  • Upsold additional services such as insurance coverage or fuel plans.
  • Processed customer reservations and payments.

Front Desk Agent

Hotel Sheldon
Hollywood, Florida
05.2017 - 04.2021
  • Advised housekeeping staff of rooms vacated and ready for cleaning.
  • Addressed customer needs in a timely manner.
  • Generated daily reports detailing occupancy levels, revenue amounts.
  • Greeted, registered and assigned rooms to hotel or motel guests.
  • Processed payments accurately and efficiently.
  • Answered guest inquiries, recommending shopping, dining or entertainment.
  • Kept accurate records of guest transactions.
  • Answered telephones and greeted visitors to assist, answer questions and direct.
  • Contacted housekeeping or maintenance staff to report room or building issues.
  • Answered phones, responded to inquiries, and took messages.
  • Resolved customer complaints promptly and courteously.
  • Assisted with check-in and check-out procedures for guests.
  • Cleaned and maintained lobby and common areas by restocking supplies and watering plants.
  • Ensured that all safety regulations were followed according to company standards.
  • Deposited guest valuables in hotel safes or safe-deposit boxes.
  • Issued room keys and escort instructions to bellhops.
  • Kept records of room availability and guest accounts, manually or using computers.
  • Provided information about hotel amenities, services, and local attractions.
  • Managed cash drawer responsibly throughout shift.
  • Inputted guest information into computer system accurately and securely.
  • Provided excellent customer service while upholding company policies.
  • Maintained cleanliness of lobby area at all times.
  • Verified accuracy of room rates and other charges during check-in process.
  • Updated and maintained databases with current information.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.

Office Manager

Florida Medical
Hollywood, Florida
10.1998 - 11.2016
  • Administered payroll and maintained proper documentation of employee personnel.
  • Created and maintained office policies and procedures to ensure smooth operations and compliance with all state regulations.
  • Scheduled appointments for patients in accordance with their individual needs and preferences.
  • Conducted regular audits of medical records to ensure accuracy and completeness of documentation.
  • Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
  • Assisted in resolving conflicts between staff members and addressing any issues that arose related to patient care or safety concerns.
  • Organized and maintained documents, files and records.
  • Oversaw digital patient charting, data entry and administrative duties regarding insurance, billing and accounts receivable.
  • Determined staffing requirements, interviewing, hiring and training new employees.
  • Managed staff scheduling and set patient scheduling policy.
  • Oversaw day-to-day operations of the front desk area to ensure efficient flow of patients through check-in and checkout processes.
  • Handled telephone inquiries from patients regarding appointment scheduling or general questions about the practice's services.
  • Trained new staff on office procedures, software programs and customer service protocols.
  • Developed and implemented office policies and procedures while adhering to HIPAA and OSHA regulations.
  • Worked effectively in team environments to make the workplace more productive.

Education

Associate of Arts - Business

Miami Dade College
Miami, FL
06-1992

Skills

  • Scheduling
  • Complaint resolution
  • Account updating
  • Call center procedures
  • Project management
  • Tracking complaints
  • Hospitality and accommodation
  • Money handling
  • Service upselling

Certification

Medical Assistant/Phlebotomist

OBJECTIVE

To secure a position in a dynamic company that offers opportunities for professional growth and advancement.

Timeline

Customer Service Representative

Routes Car Rental
01.2023 - Current

Customer Service Representative

Economy-Rental-Car
03.2020 - 01.2022

Front Desk Agent

Hotel Sheldon
05.2017 - 04.2021

Office Manager

Florida Medical
10.1998 - 11.2016

Associate of Arts - Business

Miami Dade College

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CHARLA SANTAMARIA